Service Desk Technician

5 months ago

Hamilton, Canada City of Hamilton Full time

**About the City of Hamilton**

**Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason**

**JOB POSTING**

JOB ID #: 21356

Service Desk Technician
Corporate Services
Information Technology
55 York Blvd., 6th Floor

NUMBER OF VACANCIES: 1

UNION/NON-UNION: CUPE Local 5167 Inside

HOURS Of WORK: 35.00 per week
- GRADE: I
- SALARY/HOUR: $34.312 - $38.991 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Full-Time Temporary (Up to 18 months)

Job Description ID #: 6397

SUMMARY OF DUTIES

GENERAL DUTIES

End to end responsibility for client calls providing timely, reliable and courteous service from initial receipt of call through to resolution of issue.

Provides client service and first level technical resolution for operational, network, mainframe, PC, or service-related incidents or problems.

Reviews and provides initial assessment of the severity and priority of requests (client specific, environmental, business needs).

Provides client service and first level support for business efficiency/office productivity software such as Microsoft Office.

Captures/records all relevant information from client call using the service desk software.

Tracks escalated issues/problems and notifies supervisor if resolution is not provided to client within the service desk delivery standards.

Maintains ongoing communications and provides updates to clients concerning status of their service desk tickets.

Maintains extensive knowledge of the problem/support management database and Help Desk system and process and may make suggestions based on analysis and identification of trends or symptoms of larger issues.

Reviews outstanding support tickets to identify trends or symptoms of larger issues.

Reviews and maintains call handling procedures, checklists and other documentation used when receiving and responding to client contacts in collaboration with the Service Desk Analysts

May be assigned to an initiative or project requiring the individual to take direction from other IT Unit Manager and/or Project Manager.

May be required to assist other IT resources with desk side support, software installations, hardware and other peripheral products on site support.

May be required to provide on call support to users.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Performs other duties as assigned, which are directly related to the major responsibilities of the job.

QUALIFICATIONS

College Diploma in Computer Science, Information Systems, Computer Technology or related discipline.

One (1) to two (2) years of IT work experience in computer systems or support.

Working knowledge of basic client hardware and software products including Windows 7, Windows 10 and Microsoft Office suite.

Ability to extract information, identify and troubleshoot problems over the phone.

Working knowledge of networking systems (DNS, WINS, Active Directory).

Strong analytical and problem-solving abilities.

Ability to make sound and logical judgments.

Strong interpersonal, written, and oral communication skills.

Strong customer service orientation.

Disclaimer:
**Terms**:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.

We invite you to visit the departmental webpage to obtain further information on the culture and business of this department.

The incumbent shall comply with all Health and Safety Policies and Practices for this position and the workplace.

The statements made by me are true, complete and correct to the best of my knowledge. I understand that any falsification of statements, misrepresentations, deliberate omission or concealment of information may be considered just cause for discipline, up to and including termination for internal applicants and disquali

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